Handling Complaints

$75

No hidden fees. One price, lifetime access.

Per course if individual. For larger volumes, we can quote at very reasonable rates. Contact Us.

This course empowers employees to manage workplace complaints confidently and compliantly, using structured processes that prioritise fairness, confidentiality, and continuous improvement

Australian dollar ($) - AUD
  • Australian dollar ($) - AUD
  • United States dollar ($) - USD
or
Request Custom Solution

Unsure? We offer a 14‑day money‑back guarantee if you’re not satisfied. T&C Apply.

This course empowers employees to manage workplace complaints confidently and compliantly, using structured processes that prioritise fairness, confidentiality, and continuous improvement. Participants will learn how to recognise different types of complaints, understand their responsibilities, and follow correct procedures to address issues respectfully and legally.

Keywords: Complaint Handling Training, Workplace Dispute Resolution, Managing Grievances, Complaints Escalation, Fair Work Compliance, Conflict Resolution, Complaint Management Procedures, Respectful Communication, Employee Rights, Organisational Feedback Culture

Course Modules

1. What Is a Complaint (and Why It Matters)
  • Definition of complaints, feedback, and grievances.
  • Why it’s important to take all concerns seriously.
  • The benefits of early resolution and active listening.
2. How to Handle a Complaint Respectfully
  • Key principles: confidentiality, empathy, impartiality.
  • Using respectful language and body language.
  • Techniques to de-escalate emotion-driven conversations.
3. The Complaint Handling Process
  • Five-step process.
  • Documentation best practices and complaint tracking.
  • Scenario-based application of each step.
4. Escalating a Complaint
  • When and how to escalate complaints.
  • Internal escalation pathways (managers, HR, compliance).
  • External escalation options (Fair Work Commission, Human Rights bodies).
  • Importance of supporting all parties during and after escalation.
5. Why Complaint Handling Matters to Everyone
  • Impact of poorly handled complaints on morale and risk.
  • The role of every employee in building a transparent and supportive culture.
  • Encouraging open dialogue and learning from complaints.
  • Resources for support and continuous improvement.

By the end of this course, participants will be able to:

  • Understand what constitutes a complaint in the workplace.
  • Distinguish between complaints, feedback, and grievances.
  • Apply respectful and confidential communication when addressing concerns.
  • Follow a structured, fair, and transparent complaints process.
  • Escalate issues appropriately when needed.
  • Recognise the legal and cultural importance of handling complaints effectively.
  • Promote a workplace culture that values constructive feedback and early intervention.

Legislation Covered

  • Fair Work Act 2009 (Cth): Employer obligations to prevent and address workplace issues.
  • Work Health and Safety Act 2011 (Cth): Ensures psychological safety and workplace wellbeing.
  • State Anti-Discrimination Acts: Laws supporting fair treatment and access to complaint procedures.
  • Privacy Act 1988 (Cth): Ensures confidentiality and data protection in complaint documentation.
  • Relevant Enterprise Agreements or Industrial Instruments: May set specific complaint resolution protocols.
0
    0
    Your Cart
    Your cart is emptyReturn to Shop
    Continue Shopping

    Get a quote for Custom Compliance